De Online Drogist is the largest online drugstore in the Netherlands. Founded in 2007, they have grown to offer over 40,000 products across health, personal care, supplements, baby care, and beauty, winning the Dutch Shopping Awards five times.
The E-commerce Challenge
Running an e-commerce operation with 40,000+ products means handling a massive volume of customer inquiries. Questions range from order tracking to product recommendations to health advice.
Customers expect instant responses across multiple channels and languages. With a catalog this large, the knowledge required is enormous, and every interaction needs to feel personal and helpful.
What Open Does
Today, Open handles 73% of De Online Drogist support with 25+ complex actions connected to their systems. The AI is trained on their entire product catalog, shipping policies, and health guidelines.
For order inquiries, Open provides real-time tracking, processes returns and refunds, modifies orders, and resolves delivery issues automatically. For product questions, it offers personalized recommendations based on customer needs and health considerations.
When questions require professional judgment, like complex health advice or prescription-related queries, Open escalates to their team of qualified drogists with full conversation context.
End-to-End Commerce Automation
The AI agent connects directly to their systems to execute 25+ complex actions:
- Order Management: Track, modify, cancel orders and process returns end-to-end
- Product Expertise: AI trained on 40,000+ products with health guidelines and recommendations
- Returns & Refunds: Process returns, generate labels, and issue refunds automatically
- Multilingual Support: Serve customers in any language, 24/7
“Our agents used to spend their day on ‘where is my order’ and ‘can I combine these two supplements’. Now they get the conversations that actually need a human: medication questions, complaints, anything with nuance. Job quality went up, not just cost per contact.
Quality did not drop. That was my main worry going in. CSAT has held and handoffs land with full context, so customers do not have to repeat themselves when a human takes over.
And it is genuinely open. Being able to reach OpenCX through MCP means our support data sits in the same conversational stack as our analytics, SEO and pricing data. I can ask a question across all of it at once. Most vendors in this category are a walled garden with a dashboard bolted on. OpenCX is not.”
Joachim de Boer, De Online Drogist
The Results
The automation delivered significant impact:
| Metric | Impact |
|---|---|
| Automation rate | 73% |
| Complex actions | 25+ |
| Products in catalog | 40,000+ items covered |
| Coverage | 24/7 multilingual |
The Impact
73% automation with 25+ complex actions means De Online Drogist can handle end-to-end commerce operations without scaling their support team proportionally. Customers get instant help with orders, returns, and product questions in any language.
The qualified drogist team now focuses on complex health consultations, building customer relationships, and curating product recommendations. They have won the Shopping Awards five times, and customer satisfaction continues to climb.
For the largest online drugstore in the Netherlands, that is the difference between good customer service and award-winning customer experience.
